Customer Journey Mapping CJM

About this template

This slide lays out a customer journey on one horizontal arrow, with six colour-coded stages and a vertical list of touchpoints rising from each. The stages run from Awareness through Consideration, Purchase, Service and Loyalty to Advocacy, and each has its own round icon. Touchpoints are marked with dots on dotted lines, and their labels alternate left and right of the line. Examples include search, video, reviews, website, booking, app, offers and recommend. Use it to map how customers meet a brand, plan marketing channels, or present a CX review. Stage names, touchpoint text, icons and colours can all be edited, and touchpoints can be added or removed.